Vice President - Lounge Operations

Job description

Help shape a premium airport lounge experience travelers will remember. You will set the operating rhythm, raise service standards, and strengthen performance across a growing lounge network through hands-on leadership and smart analytics.

Job Summary

As a Vice President Lounge Operations in Airport Lounge Benefits , you lead day-to-day operating strategy for our lounge network and help scale a consistent, high-quality experience as we grow. You partner closely with lounge operators and internal teams to deliver strong service, reliable controls, and disciplined financial performance. You use data and customer insights to spot trends early, solve issues fast, and drive continuous improvement.

Your work directly impacts how customers experience our brand while traveling. Job responsibilities

• Define and evolve a scalable operating model, routines, and governance to support network growth
• Set clear service standards and operational controls that protect a consistent guest experience
• Manage lounge operator performance through structured reviews, scorecards, and action plans
• Monitor operational performance and resolve issues quickly, coordinating across stakeholders as needed
• Lead operational readiness for new lounge launches, including staffing, training, processes, and opening playbooks
• Build and maintain performance reporting, forecasting, and operating reviews for leadership updates
• Use customer feedback and operational data to identify risks and opportunities, then drive measurable improvements
• Partner with Finance and Real Estate teams to support cost discipline, productivity, and space utilization decisions
• Lead capacity planning and resource planning to meet demand while maintaining service quality
• Establish and drive continuous improvement efforts across processes, service delivery, and operator execution
• Build, coach, and develop a high-performing team with strong accountability and collaboration Required qualifications, capabilities, and skills
• 10+ years of experience in hospitality, operations, travel, aviation, premium consumer experiences, or luxury service environments
• Demonstrated success leading complex, multi-site, customer-facing operations
• Experience setting service standards and operating controls in high-traffic environments
• Strong vendor or operator management skills, including performance management and issue escalation
• Proven ability to scale processes, playbooks, and routines across multiple locations
• Strong analytical skills, including building performance metrics and turning insights into action
• Financial discipline and comfort managing budgets, cost drivers, and operational trade-offs
• Strong cross-functional leadership skills with the ability to align diverse partners to outcomes
• Clear executive communication skills, including presenting recommendations and updates to senior leaders
• People leadership experience with a track record of coaching and developing talent
• Willingness to travel regularly to support on-site performance and new location readiness Preferred qualifications, capabilities, and skills
• Experience launching and operating physical customer-facing locations from planning through steady-state operations
• Experience supporting airport-based or travel-related operations with complex stakeholder environments
• Experience designing customer experience programs and service recovery approaches
• Experience in a highly regulated or control-focused operating environment
• Strong contract, service-level, and operator governance experience
• Change management experience driving adoption of new processes across distributed teams
• Familiarity with capacity, utilization, and queue management approaches in premium service settings Optional additional Information
• This role includes regular on-site visits to lounge locations and partner operators
• Work schedule may vary to support operational needs, including occasional early mornings, evenings, or weekends
• Travel expectations may increase during new lounge openings and expansion periods
• Employment may be contingent on applicable background screening and policy requirements